monday.com has announced its AI-powered service platform is out of beta and now available for all customers to elevate business service management.
As an AI-driven Enterprise Service Management (ESM) platform, monday service aims to enable service teams across the organisation to streamline operations and deliver exceptional support experiences more efficiently.
“Service teams have been challenged by reactive problem-solving and fielding tickets while also balancing manual workflows and disconnected systems,” said Daniel Lereya, Chief Product and Technology Officer at monday.com.
Now, with monday service’s intuitive platform, service teams can fast-track their operations from A to Z and proactively stay ahead of operational issues. monday service is a natural extension of our Work OS platform and, given the software consolidation trend continuing to rise, reinforces the value monday.com brings to our customers, as it can be easily adapted to serve multiple departments within an organisation.”
monday.com pitches monday service as a centralised hub for service operations, simplifying workflows across IT, business, and service teams. By leveraging smart automations, it seeks to enable agents to focus on critical issues while improving efficiency. The platform consolidates requests, incidents, projects, and business data into a single system, facilitating collaboration and quicker resolutions without requiring additional resources.
Additionally, monday.com says that service extends beyond internal teams, allowing companies to manage external customer and vendor requests while maintaining workflow continuity.
As monday.com’s fourth product offering, the vendor says it has become its highest annual contract value product, illustrating its strong market impact. monday service is available now.
More Specifics On monday service’s Feature Set
Since launching in January 2024, monday.com says that service has resolved over 215,000 tickets, which it asserts proves its impact on businesses worldwide. It is designed for efficiency and streamlines service operations with AI-powered ticket resolution, automatically handling routine inquiries and freeing teams for higher-value work.
Among its key features are smart ticket classification and routing, which ensure accurate prioritisation, reduce manual effort and accelerate response times. Comprehensive dashboards provide real-time insights into service performance, helping teams detect issues early and optimise operations. Meanwhile, a centralised platform connects ticketing with projects and teams, fostering seamless collaboration.
With its no-code, intuitive design, monday.com says that service eliminates costly implementations and training, enabling quick adaptation and scaling. Its customisable customer portal aims to allow end-users to submit tickets, track progress, and access self-service options, ensuring a smooth and connected service experience.
monday.com’s New AI Vision
The public availability of monday service isn’t monday.com’s only major announcement this week, with the project and work management business outlining its new AI Vision underpinned by three pillars—AI Blocks, Product Power-ups, and the Digital Workforce.
AI Blocks offer modular, no-code AI actions that integrate seamlessly into workflows. With features like “Categorise” and “Extract,” users can analyse data, identify patterns, and automate decision-making effortlessly.
Product Power-ups embed AI across monday.com’s suite, enhancing resource management, predictive risk analysis, CRM automation, and real-time service ticket resolution—helping teams work smarter and faster.
Lastly, Digital Workforce introduces AI-powered agents who operate 24/7 and handle tasks like project risk analysis and customer service insights.
In March, monday.com says it will launch its first AI agent, monday Expert, to assist with onboarding, product guidance, and task execution.
monday.com aims to ensure AI remains accessible with a flexible, transparent pricing model for AI Blocks. Every plan includes 500 free AI Credits per month, allowing teams to explore AI capabilities with simplicity. For larger needs, monday.com outlines that additional credits are available in scalable buckets, from a 2,500-credit starter pack to enterprise options with up to 250,000 credits, seeking to ensure flexibility for businesses of all sizes.
“monday.com’s AI Vision is not just about adding new features; it’s about reimagining how work gets done, unlocking infinite possibilities, and empowering businesses to scale like never before,” said Lereya. “With a majority of our customers in non-tech industries, they’re looking to us to lead them through the AI transformation. Our productisation of AI ensures that intelligence serves our customers and not the other way around.”
monday.com’s Impressive 2024
monday.com is maintaining its impressive growth and product roadmap that it accelerated in 2024.
In June, monday.com launched its portfolio management solution to give managers a complete view of their projects.
monday.com enhanced its work management platform with a new solution tailored for enterprise customers. Designed for portfolio managers, this offering features an intuitive interface that simplifies project oversight, allowing users to access key insights without manually reviewing extensive reports.
That same month, it opened a new London office, accelerating its ongoing expansion in the UK and EMEA.
The project and work management business signed a new 80,000-square-foot office lease in London’s Fitzrovia. This new office follows Pierre Berlin‘s appointment as monday.com’s inaugural General Manager for EMEA. Berlin’s leadership is expected to drive significant regional expansion from the London office.
